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Los Angeles, California, United States
Onsite
Support Coordinator II serves as an intermediate-level support coordinator. As a part of the Ambulatory clinic, provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Responsible in coordinating multiple appointments with many multi-specialty clinical services. Participates in a variety of duties associated with daily clinic preparation process, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Performs other duties as assigned.
Essential Duties
Clerical: • Demonstrates accuracy and thoroughness in entering information into computer systems. • Processes new referrals in a timely manner this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. • Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: surgery scheduling, laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. • Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience. • Coordinates and schedules diagnostic testing for patients which include but not limited to sending letters of medical necessity. • Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing. • Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
Patient Customer Service: • Displays courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. • Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to scheduling, paperwork, and follow-up appointments. • Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative. • Prepares estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to copayment, deductibles, co-insurance, deposits, or prior account balances. • Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient. • Adheres to policies aimed to protect patient confidentiality. • Assist Support Coordinator I with complex customer service issues and provide resolution
Teamwork/Collaboration: • Acts and demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. • Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor. • Keeps abreast of changes within the USC healthcare system. • Work collaboratively as department’s liaison/representation between the department and other hospital and physicians’ staff.
Other: • May assist with onboarding and training new hire employees and physicians • May assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting • May work on auditing, correction, and resubmitting rejected charges and follow up
Performs other duties as assigned.
Required Qualifications:
Req High School or equivalent
Req Demonstrated ability in customer service, intake and scheduling
Req Proven record of dealing with the public in a customer service role
Req Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, scheduling systems
Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
Req Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment.
Req Knowledge and understanding of insurance plans and types of coverage provided, including government health programs
Req Knowledge and ability in processing new referrals in a timely manner
Req Demonstrated ability and knowledge in patients scheduling
Req Works independently under supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility
Req Possesses ability to work independently and in a team setting.
Preferred Qualifications:
Pref Bachelor’s Degree In a related field
Pref 3-5 years Experience in administrative or customer service in medical office preferably in an ambulatory care environment.
Pref Knowledge of medical terminology preferred
Pref Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office preferred
Pref Ability to speak Chinese (Mandarin or Cantonese) or Spanish preferred
Required Licenses/Certifications:
Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
Pref Certified Medical Assistant - CMA Medical Assistant Certificate or equivalent preferred
Pref Certification - Job Relevant Billing and Coding Certificate
USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.
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